Industrial Fabrics Senior Customer Service Representative

At Seaman Corporation, every associate is instrumental to our success. Become a part of our growing team!


WHO WE ARE
At Seaman Corporation, we are dedicated to creating and supplying quality, high-performance fabrics that protect our planet, our people, and our customers. From humble beginnings in 1949 to a multi-million-dollar organization, this family-owned business has grown to be a leading manufacturer in highly durable coated fabrics, supplying products to customers around the globe.
Every Seaman Corporation associate plays a valuable role in our company’s continuous growth. We believe by investing in the right people and resources, we can drive sustainable growth across the entire business.
Seaman Corporation products are composed of proprietary knitted or woven base fabrics and coating formulas to produce high performance roofing systems, geomembrane liners, truck tarps, architectural structures, and much more. We work exclusively with authorized fabricators, designers, consultants, engineers, and installers for quality solutions start to finish.
WHAT WE OFFER
• Company performance bonus in addition to base salary
• Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
• Professional development opportunities including tuition reimbursement, course training, and networking
• A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
• Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner
Seaman Corporation is seeking an Industrial Fabrics Senior Customer Service Representative to join our Operations team! This position will report to the Industrial Fabrics Customer Service Manager in Wooster.

POSITION SUMMARY
The Industrial Fabrics Senior Customer Service Representative is responsible for delivering an exceptional customer experience from first contact through order fulfillment. This role combines expert product and service knowledge with strong problem-solving skills to ensure timely resolution of customer needs while adhering to company policies and standards. The Senior CSR processes and manages complex orders, prepares correspondence, and collaborates across departments to drive efficiency and accuracy. Acting as a leader within the Customer Service team, this individual provides guidance, manages escalations, and takes ownership of building lasting customer relationships that uphold the company’s reputation for service excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Act as primary liaison for a designated U.S. region, delivering product/service information, handling inquiries (phone/email), and resolving customer issues with accuracy and professionalism
• Manage the full order cycle: entry, verification, pricing, changes, shipment coordination, credit holds, and tracking to ensure timely, accurate fulfillment
• Collaborate cross-functionally with manufacturing, scheduling, shipping, credit, and product management teams to resolve issues, secure production, and support on-time delivery
• Provide quotes, product recommendations, forecasts, and pricing in line with customer needs, established price lists, and product specifications (including military/industrial codes)
• Maintain in-depth knowledge of company products, services, and processes to offer tailored solutions and expert customer support
• Document and resolve quality concerns, complaints, and custom requests (including color matching and custom products) using Seaman 360
• Partner with outside sales teams, participate in demand forecasting, and provide backup coverage for other CSRs when needed
• Contribute to process improvement initiatives, and take a lead role in price management when the Customer Service Manager is unavailable
• Represent the company at trade shows, customer visits, and sales meetings as needed to strengthen relationships and support business growth
• Support FiberTite order management and customer inquiries after onboarding to Industrial Fabrics processes and systems

REQUIRED QUALIFICATIONS
• Associate or bachelor’s degree in business or related field, or equivalent combination of education and relevant experience
• 2–3 years of customer service experience, preferably with technical or industrial products
• Strong verbal and written communication skills
• Demonstrated ability to build positive customer relationships and deliver high-quality service
PREFERRED QUALIFICATIONS
• Fluency in Spanish (highly desirable, but not required)
• Professional demeanor with excellent interpersonal skills
• Highly organized with strong at